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Workforce management: help me

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  • 28th May 2004 at 10:05 #16192
    FF
    Guest

    I need your help.
    i’ve to use my agents shared on two different inbound services with different sla. How can i calculate the right number of agents?

    2nd June 2004 at 00:53 #16193
    K
    Guest

    Your best bet is to treat both programs as one. Add all data
    together and calculate an average talk time for both.
    Example

    60 min/ATT (both programs
    which will give you the calls an agent can take per hour.

    Calls per hour * hours in a shift
    = calls one agent can take in a shift
    total calls in both queues/calls per shift.

    3rd June 2004 at 09:01 #16194
    Zoe requests help
    Guest

    hi..please help scenario..how would I prepare a budget with all anticipated expenses..12 month period, 15 additional stores will be opened.each store will require a LAN and switch. how would i approach this with given installation dates and given est. costs each activities? thanks a bunch for any help.

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